Refund And Returns Policy

Effective Date: 01-01-2021


Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a refund or exchange.

To complete your return or refund, we require a receipt or proof of purchase. We  will also appreciate it a lot if you provide pictures or videos of the damaged item to prove damage.

Please do not send your purchase back to the manufacturer. To return your product, you should contact us by email at we will give you the steps to follow in order to return the product.

There are certain situations where only partial refunds are granted for items not in their original condition, is damaged or missing parts for reasons not due to our error.

Sometimes, the order had arrived at the nearest post office to the buyer and make it pending because of insufficient address, package unclaimed, no such number, etc. It will be much more convenient for clients to contact local post office or go to the post office for delivery.

Orders not Received

Kasalgo LLC will not deal with the refund or resend if the tracking information shows the order is delivered. If You did not receive the package you have to send us a non-delivery certification issued by the local post office with an official seal.

The local distributor will deliver 1-3 times according to the actual situation. If it is still unclaimed during the delivery period, it will be returned to the local post office for storage in 3-7 days. Meanwhile, You need to pick up the package by yourself. Otherwise, the product will be returned to the logistics company. During the return, Kasalgo LLC takes no responsibility if products have been lost.


We only replace items if they are defective or damaged by our error . If you need to exchange it for the same item, please contact us by email at

Products Damaged

Kasalgo LLC offers a full refund or a replacement if packages arrived are badly damaged.

For damaged packing boxes, we cannot offer any refunds.

Incorrect or Missing Products

Kasalgo LLC has a strict quality control process before products are dispatched. We deal with incorrect or missing products as follows:

a. For incorrect products, we offer a full refund or replacement.

b. For products with wrong color, size which doesn’t affect product function, etc., we offer a refund or resend if you provide pictures of the wrong product.

c. For parts missing which doesn’t affect product function, we may refund partially or resend the missing part; for parts missing which affect product function, we will resend the product only.

d. For accessories, we will resend the accessories.


For size problem, we will appreciate it a lot if you can measure the product according to the correct measurement method and provide us the photo of measurement. Then, our dispute team will deal with your disputes quickly.

Orders Cancellation

For orders cancellation, we offer a full refund before products are processed by warehouses.

Unacceptable Disputes

Kasalgo LLC shall not accept any unreasonable disputes, including but not limited to:

a. The buyer does not like it.

b. The product description is not real.

c. Products smell unusual.

d. The buyer ordered the wrong items.

e. The shipping address was provided incorrectly.

f. Product difference was negotiated in advance.

g. Tracking information deleted by logistics companies or local post offices.

h. In some cases, packages returned/discarded/detained due to the consignee’s failure to comply with the work of customs clearance in line with the foreign trade policies of certain countries.

Force Majeure

Kasalgo LLC takes no responsibility for any product damaged or shipping delay caused by a Force Majeure, including but not limited: epidemic situation, international situation, strike, war, earthquake, flood, virus, storm, heavy snow, customs inspection.

Shipping returns

To return your product, you should contact us by email at we will give you the steps to follow in order to return the product.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.


Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us by email at

Need help?

Contact us for questions related to refunds and returns.

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